Keith W. Leahy
Davenport,USA
Summary
Claims Professional with national oversight of 200 property field adjusters, specializing in quality assurance and client satisfaction. Demonstrates strong analytical skills and a commitment to service excellence, effectively enhancing operational efficiencies and team performance.
Overview
23
23
years of professional experience
Work History
Client/Carrier Program Manager & Field Manager
MD Claims Management LLC
05.2022 - 11.2025
- Provide national oversight for approximately two hundred property field adjusters across all fifty states.
- Lead recruitment, onboarding, and training to ensure adjusters understand and follow specific carrier instructions for both CAT and daily claims.
- Oversee Quality Assurance (Q/A) processes, including weekly performance audits to maintain compliance with carrier expectations and internal standards.
- Collaborated with carrier directors to address field-related issues and improve client satisfaction.
- Coordinate with internal desk review teams to ensure accurate and timely delivery of field reports and estimates.
- Served as primary point of contact for performance management, providing coaching, conducting disciplinary actions, and managing client escalations.
- Managed litigation team of six adjusters for Louisiana insurance guarantee program. Communicated regularly with defense counsel on claims resolution strategies.
Daily Claim Director
Lighthouse Insurance/Pharos Claim Services
12.2019 - 05.2022
- Promoted to Claims Director. Overseeing all daily claims operations, comprised of 5-6 units and ensuring consistent, high-quality service to insureds.
- Managed initial handling of first one hundred claims during catastrophe response, ensuring swift and effective claims processing.
- Authored and implemented comprehensive claims-handling guidelines and protocols to standardize workflows and improve claim outcomes.
- Partnered with IT to develop a Tableau-based claims dashboard, enabling real-time KPI tracking, performance benchmarking, and cost-per-claim analysis by region and claim type.
- Led enterprise staffing efforts, overseeing recruitment, onboarding, and retention strategies to optimize team capabilities.
- Collaborated with the executive team to enhance customer experience, elevate service standards, and execute company-wide training initiatives.
- Handled DOI and BBB complaint responses, ensuring timely and professional resolutions to enhance customer satisfaction.
- Personally handled attorney-represented Louisiana claims through the Voluntary Mediation Program, resolving catastrophe-related disputes efficiently.
- Conducted monthly audits for claims examiners and delivered detailed reporting and performance summaries to senior leadership across five departments.
- Company closed due to Lighthouse Insurance receivership
Multi-State Daily Claims Manager
Lighthouse Insurance/Pharos Claim Services
01.2018 - 12.2019
- Promoted to Manager of daily claims operations across multiple states, overseeing five supervisor-led units and leading daily meetings focused on claim handling procedures, team training, and operational consistency.
- Reviewed and approved claim authority requests and regularly represented the company in claim mediations.
- Presented large claims to enterprise executive team monthly, detailing resolution plans and potential exposure.
- Oversaw TPA partners, collaborating with management teams to ensure compliance with internal guidelines and uphold quality standards.
- Worked directly with the VP and SVP of Claims on enterprise-level projects and claims strategies.
- Managed recruitment, interviewing, and hiring for claims staff, coordinating performance improvement plans, terminations, and performance reviews with HR.
- Conducted quarterly progress evaluations and annual reviews to support employee development and retention.
Litigation Supervisor – Florida
Lighthouse Insurance/Pharos Claim Services
12.2017 - 01.2018
- Oversaw high volume of litigated claims in Florida, collaborating with defense counsel to strategize and achieve timely, cost-effective resolutions.
- Attended all Florida mediations, representing the carrier and ensuring consistent positioning and settlement authority compliance.
- Provided direct oversight of two TPAs (ROL and CCMS), managing all authority requests, staffing discussions, and compliance with claims procedures.
- Monitored and analyzed defense costs by file and firm, uncovering trends in legal expenses and performance to inform decision-making.
- Prepared monthly litigation cost and performance reports for Director of Litigation, evaluating panel attorney effectiveness and case outcomes.
- Authored formal litigation handling guidelines used by internal teams and outside counsel to standardize processes and align with company objectives.
Branch Manager
Gallagher Bassett Services
Orlando, USA
01.2003 - 01.2017
- Led all claim operations for the Orlando branch, managing five supervisors and a team of 46–50 staff.
- Oversaw multi-line claims. General Liability national accounts, Commercial Property Florida, and Workers’ compensation across eight jurisdictions (FL, GA, NC, SC, AL, LA, MS). Served as key account manager for multiple regional clients, delivering end-to-end risk management solutions and maintaining high client satisfaction and retention.
- Directed branch operations to meet corporate goals for service quality, compliance, and financial performance.
- Coordinated staffing, resource allocation, and performance tracking to enhance process improvement initiatives.
- Maintained high-profile client relationships through extensive interaction with all levels of client organizations, ensuring client satisfaction.
- Oversaw TPA claim services and served as lead liaison with internal departments, producers, and regulatory bodies.
- Managed all aspects of audit preparedness and compliance with state, client, and carrier standards.
- Opened and staffed a national liability office in 2016, overseeing complex claims in forty-nine states.
- Controlled litigation efforts for branch claims, protecting organizational interests and mitigating risks effectively.
- Achieved first passing score on internal audit (92.5%) since 1998; maintained compliance throughout tenure.
- Passed all major audits (client, state, and carrier) from 2003–2015.
- Maintained a 98% client retention rate for 12+ years.
- Achieved zero errors or omissions in 2016 and 2017.
- XL carrier audit score: 95%.
- Recipient of the Gallagher Bassett Southeast Service Award of Excellence (2016) for top-performing branch.
- Promoted to Director level within 1 year from branch manager.
Education
Music Ed - Marketing Minor
Central Connecticut State University
New Britain, CTBA - Music/Jazz performance
University of Bridgeport
Bridgeport, CTSkills
- Claims oversight
- Claims process knowledge
- Insurance policy knowledge
- Legal compliance management
- Strategic planning
- Data analysis
- Analytical skills
- Performance coaching
- Staff management
- Proactive leadership
- Negotiation and mediation
- Conflict resolution
- Effective communication
- Verbal communication
- Adaptability and flexibility
- Problem-solving aptitude
- Analytical skills
Hobbies and Interests
- Music
- Woodworking
- Continuing Education
Licensing
- Florida All Lines (520)
- Currently licensed in Texas and California
- National Flood Insurance Program (NFIP) Certification
- NC Hurricane Disaster Certification
- CA Earthquake Training Certification
- Xactimate level one certified
Education And Designations
- Central Connecticut State University, New Britain, CT, Music Ed/Marketing Minor
- University of Bridgeport, Bridgeport, CT, BA Music/Jazz performance
- Multiple Claims management/Director and HR training., Certified Flow communications professional., WC. GL and Property training both first party and commercial.
- Certified FLOW communications designation
- Multiple Management training Certifications.
Timeline
Client/Carrier Program Manager & Field Manager
MD Claims Management LLC
05.2022 - 11.2025
Daily Claim Director
Lighthouse Insurance/Pharos Claim Services
12.2019 - 05.2022
Multi-State Daily Claims Manager
Lighthouse Insurance/Pharos Claim Services
01.2018 - 12.2019
Litigation Supervisor – Florida
Lighthouse Insurance/Pharos Claim Services
12.2017 - 01.2018
Branch Manager
Gallagher Bassett Services
01.2003 - 01.2017
Music Ed - Marketing Minor
Central Connecticut State University
BA - Music/Jazz performance
University of Bridgeport